Admissions Operational Support Manager

Whittington NHS Trust; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A prominent healthcare provider in London is seeking an Admissions Operational Support Manager to supervise the admissions team, ensure patient pathways are validated, and manage operational tasks. This role requires strong communication skills, IT proficiency, and experience in handling complaints. The ideal candidate should be able to prioritize their workload effectively and work under pressure. Join us in delivering excellent patient experiences and improving our services.

Qualifications

• Experience and understanding of working practices in surgery.
• Evidence of continuous professional development.
• Proven assertiveness and negotiation skills.

Responsibilities

• Supervise and manage administrators within Admissions and Preassessment.
• Monitor and distribute workloads of staff within the team.
• Support the ongoing validation of patient pathways.
• Identify and recommend service improvements within the department.

Skills

Good communication skills

Good IT skills

Experience of handling complaints

Ability to prioritise workload

Ability to work under pressure

Education

Educated to Degree level or Equivalent experience

Tools

Microsoft Office

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Covid-19 Vaccination

Getting vaccinated, and getting a booster, remains the best defence against COVID-19.
We encourage and support staff to get COVID-19 vaccine and a booster dose as and when they are eligible.

Please note in order to progress your application, your data will be processed by our 3rd party recruitment providers - North London Partners Shared Service, who conduct recruitment activities on behalf of Whittington Health NHS Trust.

For our current apprenticeship vacancies, please go to https://www.gov.uk/apply-apprenticeship and use Keyword 'Whittington'

By applying for this role, you accept in the event you are successful that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which is aimed at saving you time and improving efficiencies within the NHS when your employment transfers.

Job overview

We are looking for someone with operational experience, who can balance the demands of a very busy workload and is dedicated to delivering excellent patient experience. You will need to have good communication skills and be able to demonstrate that you can lead and motivate a team.

The post will be of interest to those who wish to pursue a career in operational management and would like to gain more experience in a busy service with a wide variety of challenges. The ICSU offers a broad range of experience across a range of settings and the opportunity to build and develop skills required to move forward to a more senior role.

Main duties of the job

The Post holder will supervise and line manage administrators within Admissions and Preassessment, providing motivation and leadership to the team, monitor and distribute the workloads of staff within the team, ensuring that all staff have appropriate workloads and cover arrangements are in place and are robust. The Post holder will also support the ongoing validation of patient pathways to ensure patients can be safely and effectively managed, and that patients information and trust returns are correct and complete. They will arrange or modify Preassessment clinic templates, including the creation of clinics and ensure emails received in the admission/preassessment email account are processed as close to real time as operationally possible by the Admissions and Preassessment Administration team.

To identify and recommend service improvements and lead where directed in service development within the department and work closely with the senior management team, and Preassessment clinical leads in order to do this.

Working for our organisation

Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.

Detailed job description and main responsibilities

Staff Management

• Supervise and line manage administrators within Admissions and Preassessment, providing motivation and leadership to the team
• Monitor and distribute the workloads of staff within the team, ensuring that all staff have appropriate workloads and cover arrangements are in place and are robust
• Responsible for sickness reporting and management of the Admissions and Preassessment Administration Team in line with Trust policy, taking action where necessary, undertaking 1st stage management of staff performance and escalating to the Service Manager where further intervention is required
• Manage staff annual leave in line with trust policy and service needs, ensuring ESR is kept up to date through supporting staff to use the self-service portal and processing requests as appropriate

• Implement performance and disciplinary action when appropriate in line with Trust policy

• Responsible for the induction and training of all permanent and temporary staff and volunteers around local and trust policies and procedures, monitoring compliance and ensure knowledge gaps are closed through further training. Maintain and monitor training logs
• Facilitate cross training between staff to ensure robust cover arrangements within the team during periods of leave
• Ensure that service rotas are kept updated and circulated well in advance to ensure cover in place as agreed by the service (i.e. areas where cover outside of 'standard core hours' is required
• Support the recruitment and selection process for new staff
• To ensure that all staff have annual appraisals as part of the KSF programme and develop staff Personal Development Plans and Objectives, and attend all Trust mandatory training courses
• Arrange and lead regular team meetings and act as a point of escalation for Admissions and Preassessment Administrative team

Operational Management

• Use available IT systems and data tools to review performance, check future service needs and capacity, escalating any potential issues to ensure these can be managed well in advance of them becoming a problem

• Support the ongoing validation of patient pathways to ensure patients can be safely and effectively managed, and that patients information and trust returns are correct and complete

• Support the continual monitoring of the PTL to track patient along their pathway and take proactive action to avoid potential breaches
• Ensure all aspects of patient pathways in relation to Access, Booking and Choice are completed and recorded by the team in line with the Trust Access policy and national data quality standards

• Action annual leave for Admissions and Preassessment Administrative team
• Arrange or modify preassessment clinic templates, including the creation of clinics
• Ensure that admissions information is kept up to date at all times
• Ensure all generic mailboxes used by admissions and preassessment are managed efficiently with resource allocated to ensure emails are processed in a timely way
• Ensure the inpatient bookings lists for the specialties are actively managed in a timely way to ensure patients receive their care at the time identified as clinically appropriate
• Provide information for audits as required. Collect any data that is required for monitoring purposes

Service Quality and Improvement

• Support the development of Standard Operating Procedures (SOPs) for the local work area and ensure staff are compliant with and work to agreed SOPs

• To identify and recommend service improvements and lead where directed in service development within the department
• Work with the clinical and management team to support a service of modernization
• Continually review processes in collaboration with the Service Manager implement changes where ever possible

Communication

• Ensure effective communication takes place with other departments as well as with senior management
• Ensure that any local, directorate or trust wide information is effectively disseminated throughout the department as appropriate
• Work collaboratively with other Operational Support Managers in the Surgery and Cancer team to share learning
• To ensure that appropriate performance metrics and other information is available
• To advise other departments and team leaders in other areas of any issues within the department that could affect the running of their services

• General
• Support the investigation and response to PALs concerns and complaints feeding back learning to the Administrative team and also ensure compliments are circulated to team members and the wider administrative team

• To facilitate good team working relationships both within own team and the Trust

• Manage personal work load in a prioritized way and work to tight deadlines as required
• Proactively engage in the Trust annual appraisal process reflecting on individual performance, reviewing and updating personal development plans and identifying personal training needs in addition to those highlighted by your line manager

• To undertake mandatory training within defined timescales and any other training required in order to be able to carry out daily duties effectively

• To undertake team training as identified and to demonstrate a commitment to the development of effective team working

• Responsible for office equipment and environment, ensuring items are ordered only as necessary and maintenance and repairs are managed as necessary
• Undertake any other duties commensurate with the grade as agreed and delegated by the Service Manager

Person specification

Education / Qualifications

Essential criteria

• Educated to Degree level or Equivalent experience.
• Experience and understanding of working practices in surgery
• Evidence of continuous professional development

Desirable criteria

• Formal project management qualification or equivalent training and experience

Skills & Abilities

Essential criteria

• Good communication skills
• Good IT skills - with a working knowledge of Microsoft Office
• Experience of handling complaints
• PTL management
• Able to prioritise own workload, delegate appropriately and manage time effectively
• Acts collaboratively with stakeholders
• Flexible to change management and problem solving
• Ability to work to deadlines
• Ability to analyse and validate complex data
• Evidence of complaints handling
• Experience of rota managment

Desirable criteria

• Evidence of strategic planning
• Experience of working and negotiating with junior and senior colleagues
• Sound Knowledge of Lifebox Software

Personal Qualities

Essential criteria

• Ability to work under pressure
• Proven assertiveness / negotiation skills
• Ability to communicate effectively - in both oral and written

SAFEGUARDING CHILDREN AND ADULTS

To comply with the Trust's Safeguarding Children and Adults policies, procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults This will require you to:

• Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.

• Ensure you are familiar and comply with the London Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.

• Ensure you are familiar and comply with local protocols and systems for information sharing.
• Know the appropriate contact numbers and required reporting lines.
• Participate in required training and supervision.
• Comply with required professional boundaries and codes of conduct

Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.

Your application form -

1. Provide only business email address for your referees - we are unable to request references from yahoo, Hotmail, Gmail accounts.
2. Make sure you to include all evidence of where you meet the essential requirement on the jobs description as this forms the base of our shortlisting criteria.

Our processes -

1. Closing dates are given as a guide; we are within our right to close adverts early so please ensure you submit your application as soon as possible to avoid delay.
2. If you do not hear from us up to 3 weeks after the closing date of the job unfortunately this means you have not been successfully shortlisted for interview. If your require feedback on your application please contact the appointing manager detailed in the body of the advert.
3. Please check your emails regularly as all correspondence from us will be via trac.systems - occasionally these emails will go into your Junk folder.
4. Employment at Whittington Health is offered subject to successful completion of a 6 month probationary period for all staff with the exception of GMC Registered Doctors.

Other important information -

• Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. Before submitting your application and to avoid disappointment please check that you are eligible under the UKVI points based system.
• Applications are welcome from people wishing to job share or work flexible patterns. We are committed to equal opportunities.
• In submitting an application form, you authorise Whittington Health NHS Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process should you be appointed to the post.

If you are offered a role with one of the NLPSS partner trusts, as part of pre-employment checks your identity and right to work documentation will be verified remotely (in most circumstances), using a certified identity verification service provider TrustID. You will be asked to capture an image of the relevant documents as well as a "selfie" using your smartphone/tablet (if available) for facial matching. TrustID will also perform a digital address check using Trunarrative and Equifax, which is a soft check and does not leave a footprint on your credit rating. For more information, visit www.trustid.co.uk

Please note that during the recruitment process your Identity Documentation (i.e. passport, driving licence, visa, etc.) will be scanned using a device which recognises UV, Infrared and Machine Readable Zone security features of the documents provided

The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.

We would welcome applications from individuals who are from underrepresented groups in the organisation

For further support on submitting an application please refer to the NLPSS Applicant Toolkit: https://royalfree.pagetiger.com/cuuomnr/1

Employer certification / accreditation badges

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Application numbers

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.
Documents to download

• Admissions Operational Support Manager (PDF, 400.4KB)
• OH FROM - Functional Requirement Form (PDF, 245.2KB)
• Whittington Probationary Policy (PDF, 298.0KB)